Customer Care Area Manager

Clayton Homes (New); Indianapolis (IN); On-site; USD 85,000 - 110,000; Full time

Job summary

Arbor Homes is hiring a Customer Care Area Manager to lead field-based CC managers and embed a customer-first mindset across the department. You will coach teams, align with Purchasing, Architecture, Sales and Construction, and manage customer communications and escalations to improve warranty and service outcomes.

The role requires 2 years in residential construction, strong people skills, and comfort with budgeting.

Qualifications

• 2 years residential construction experience.
• Experience in a residential construction customer service role preferred but not required.
• Strong interpersonal skills to handle customer issues professionally.
• Ability to lead, coach and develop field-based CC managers.
• Comfort with budget awareness and cross-functional collaboration.

Responsibilities

• Oversee daily operations of CC managers from the field and ensure adherence to non-negotiable processes.
• Coach teams at group and individual levels; set department expectations.
• Be a resource to Customer Advocate and align with NPS goals.
• Build working relationships with Purchasing, Architecture, Sales and Construction.
• Participate in interviews with Director and manage PTO/expenses for direct reports.
• Handle escalations with customers; reset situations and win them back when needed.
• Monitor safety, appearance of subdivisions, and attendance at Area Manager meetings.

Skills

Team leadership

Customer service

Communication

Conflict resolution

Problem solving

Time management

Organization

Tools

MS Office

Job description

About The Role:Arbor Homes is currently looking for a Customer Care Area Manager. From the field, this role will manage the Customer Care team with overriding emphasis placed on ingraining the notion of superior customer experience throughout the team’s mindset; to the degree that it becomes the sole conviction of the department and its members; enough so that the entire department sees each warranty issue as an opportunity to win over and impress our customers.Why Arbor?Are you looking for a dynamic career in a lively workplace committed to customer service? Arbor is one of the fastest growing new home builders in Indianapolis. We are looking for team members with enthusiasm and skill to help provide even better experiences and higher-quality homes for our buyers. When it comes to what sets Arbor apart among new home builders, the first answer is our culture. Rather than chasing profits and cutting corners, our team puts quality and customers first. If you are creative and committed to helping people, you will love working with us!What Will You Be Doing?Oversee, from the field, the daily operations of the individual CC managers, assuring that all non-negotiable processes and guidelines, especially those involving customer communication are adhered to, to the degree that the processes are the mindset of the department and its members.Be a resource that can coach the team, group level and individuals. Set the expectations on how the department should and must operate.Be a resource to Customer Advocate and understand NPS goals and how to get there.Form working relations with Purchasing and Architecture to be a bridge between field and the department when research is needed or in spotting trends. Working relations with Sales and Construction will be needed as well.Be aware of the budget and the mindset of it.Interview potential hires with Director.Be aware of companywide safety and subdivision appearance.When required be involved directly with Customers. Understand how to create a reset with them and win them back over. Be able to teach this skill to others.Manage PTO and expenses of direct reports. Conduct quarterly assessments and be responsible for disciplinary action through verbal and written warning and PIPs.Be aware of the emergency line and help monitor the ‘morning after’ activities to assure it is working as it should.Contribute to the weekly Area Manager meetings and monthly meetings with the CCM’s.Be the conduit between the field and the Director.What Will You Bring?2 years residential construction experienceExperience in a residential construction customer service role preferred but not a mustStrong interpersonal skills to handle customer complaints professionally and maintain client relationshipsExcellent conflict resolution and de-escalation skillsCustomer oriented, outgoing, dependable & ethicalExcellent leadership and interpersonal skillsAbility to direct service teams, delegate tasks, and meet department goalsAbility to collaborate with internal teams and external subcontractorsExcellent time management and organizational skillsProficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)Strong problem-solving and analytical skillsAbility to perform root cause analysis for defects and cost recoveryClear written and verbal communication for internal coordination and customer updatesHands on repair skills and familiarity with residential construction practicesSome small hand tools are requiredAcceptable driving record to meet company requirements of on-site visits to job sites and customer locationsMust be willing to work a schedule of 8AM to 5PM M-FThis is subject to change based on needs or if special circumstances should arrive.Arbor Homes is committed to creating an inclusive workplace. Arbor Homes is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.Arbor Homes participates in E-VerifyBusiness Unit -Arbor Homes